Supply ITSM Software

It will provide a modern, high quality and efficient integrated front office with resulting improved service delivery through redesigned business processes.

Doncaster MBC

Title:

ITSM Replacement

Summary:

To deliver a new modern ITSM solution that can allow: Doncaster Council will be a modern digital authority both internally and externally, with all services on-line. It will provide a modern, high quality and efficient integrated front office with resulting improved service delivery through redesigned business processes, improved technology, mobile working and higher skilled staff. It will also utilise the resulting business intelligence to become a more intelligent and proactive organisation and remove barriers to technology for our citizens focused on assisting Doncaster as a place and its people to thrive.

• The Council currently undertakes a number of manual internal service functions to support the operational capacity of the organisation. These processes require significant manual intervention and delivery resources to undertake these tasks. The process are bureaucratic and dated and do not allow the organisation to maximise its resources and operational efficiencies. Also the current technologies make it difficult to enact real value change without substantial technical expertise.

• While not in scope of this project and procurement in the future the Council would like to develop a user portal for staff, partners and internal and external customers to access support functions as appropriate to them to enable self-serve and remove the multiple different approach to accessing support services across the organisation.